Level 1&1.5 Support Specialist with German

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  • IT Software
  • Job type: full-time
    Job level: 1 - 5 years of experience
  • Updated at: 01.04.2020
    Short company description

    We develop revolutionary digital solutions that leverage next generation technologies - AI, blockchain, machine learning, IoT, AR, VR, bringing to life amazing user experiences. It’s people who make software, not robots – and many companies tend to forget that. We are social creatures, and we want to work together on things that are meaningful to us, in ways that make us become better and better each day.


    - Fluency in German & English (both written and verbal)
    - Good General IT Knowledge
    - Problem solver orientation
    - Very good analytical skills
    - Excellent communication and listening skills (both written and verbal)
    - Strong communication and teamwork skills
    - Team player
    - Eagerness/willingness to learn
    - Fast learner
    - Ability to perform under pressure
    - Ability to multi-task
    - Ability to work in shifts

    Nice to have:

    - Fluency in at least one of the following languages: French / Italian / Swedish / Spanish / Russian / Polish / Dutch / (written and spoken)
    - Proven remote support know-how (patches etc.)
    - Customer facing experience
    - Telephone skills with good voice tone and pitch articulation and overall speech quality
    - Customer focus
    - Positive attitude


    - Providing initial remote technical software and hardware support to clients
    - Consistently interacting with customer and supervisors to have the issue solved
    - Analyzing problems/situations, understanding problem impact on client business
    - Applying problem-solving techniques
    - Responding to client queries, providing timely resolutions to client issues
    - Maintaining highest client satisfaction
    - Maintaining positive client relationships even in severe and pressurized situations
    - Logging all related activities for each customer query and handling client data securely
    - Employing client ‘s standard support delivery methodologies and tools
    - Performing in international software support delivery processes and environments
    - Respond to requests for technical assistance in person, via phone, electronically
    - Follow service desk procedures
    - Performing problem management and end-to-end problem ownership
    - Redirect problems to appropriate resource
    - Identify and escalate situations requiring urgent attention
    - Track and route problems and requests and document resolutions
    - Stay current with system information, changes and updates
    - Make sure the process conformity and SLAs are accomplished